2nd Line Support Agent at MultiChoice

Purpose of the Position

• Responsible for managing the day to day operations of the Second Line Support team, ensuring the team is delivering great customer service through the resolution of escalations from the Customer Care Teams (1st Line).
• Ensure that agreed targets (SLA’s) are being met and that customers are kept informed and assured of progress on a regular basis.

Operational Delivery

• Specialised customer facing role offering telephonic and email support for customer cases
• Utilise excellent customer service skills and exceed customers’ expectations
• Manage and resolve escalated and specialised issues within SLA:
• Escalations for all Showmax products
• Escalations from 1st line support teams and social media teams
• Payment escalations and disputes from banks, PayPal, and other partners
• Perform analysis (troubleshooting) and resolution of customer queries and escalations
• Route issues that cannot be resolved by the Second Line Support team to the relevant Engineering teams and track resolution
• Monitoring of dashboards to monitor usage and highlight any potential ‘red flags’ to the engineering team
• Manage known issues related to Showmax products
• Ensure high quality of escalations by proper recording, documentation, and resolution. Providing feedback to team leader
• Create troubleshooting guides to enable improved support for Showmax products

Qualifications

Qualifications Essentials:

• Diploma in IT or relevant qualification

Qualifications Preferred:

• Degree

Experience

• A minimum of 3 year of experience in an IT/Digital Support role with entertainment industry knowledge preferred
• Strong written and verbal communication skills, with the ability to clearly present concepts at all levels 
• Excellent problem-solving issues 
• Adapts to new, last minute, unplanned, and difficult assignments 
• Understanding of the digital television market
• Technical CompetenciesStrong analytical skills
• Strong communication skills
• Good interpersonal skills
• High levels of customer service
• Proficiency in Microsoft Office
• Reporting

Behavioural Competencies

• Proactive
• Flexible
• Outcomes driven
• Team player
• Relationship Building
• Holistic Thinking
• Persuading & Influence
• Structured / Organized
• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perserverance
• Motivating
• Prioritisation
• Analytical Thinking